Key takeaways from Service Excellence and Analytics Driving Digital Transformation, a BrightTALK webinar event presented by Bell Techlogix.
When you are ready to address your analytics goals, you typically look to your data. Once your trusted, transparent data sources are defined and shared with your stakeholders, you correlate as much of that data as possible, looking for trends between multiple data points for the best results. In any given scenario, you start asking questions that your data should be trying to answer, such as:
- What do I want to learn from analytics?
- What has changed and what can I do about it?
- For example, if password resets are your number one call type week in and week out, and you aren’t going to do something about it, leave it. Instead ask, did something new creep into the top 25?
- Which areas are quick wins?
- Look for the biggest impact with one or two easily implemented steps
- How am I performing against my longer-term goals?
- In this way, you can turn unactionable situations into actionable solutions.
For instance, you have unstructured data from sources such as text files, documents, server, website and application logs, sensors, image video and audio files, emails and social media data. What do you do with all this anecdotal data, then move on? Actionable solutions include:
- Logging it
- Resolving it
- Correlating it
- Trending it
Adopting a Shift Best Approach to Analytics
The objective of Shift Best slightly different than shift left where the ask is always how to move work down a tier) is to identify opportunities to move incidents and requests to the right level of resolution, enabling end user productivity, self-service improvement and cost reduction.
For end users who navigate the daily operations of their business environment, their Q&A center is the help desk, designed to fulfill end user requests or resolve their issues as efficiently as possible without interrupting the flow of work. The key to reducing this repetitive workload is to automate routine information and train support staff in helping end users to handle certain incidents or requests by themselves. Shifting best does exactly this, moves work to the best tier or level resource thus providing the best, most relevant and timeliest resolution to the right end users.
To illustrate Shift Best, an analytics deep dive on requests and incidents would occur consistently, such as quarterly, with consistent action reviews as well. All work teams relevant to the output specifications would be included, like service excellence, knowledge management , client resolvers, account management, SD operations and client stakeholders. An analytics deep dive report would contain opportunity analysis for:
- Level 2 to level 1 ticket movement
- Dispatch reduction
- KB improvement
- Automation across all resolvers
- Current versus proposed model comparisons
- Actions and recommendations
Investing in BI Technologies
Many enterprises are investing in business intelligence (BI) technologies such as mobile, cloud, big data storage, big data analytics and advance analytics for presenting actionable information that helps executives and leaders in both IT and the business make informed business decisions. The key for you is to adopt a solution based on specific requirements for your enterprise and the proper evaluation of your current environment.
Cloud BI Capabilities – Cloud BI platforms offer integration, information delivery and analytics primarily using Platform as a Service (PaaS). Solution as a Service (SaaS) hosted single/multi-tenant/visualization/analytics solutions can be deployed that provide reporting, dashboards, story boarding and Mobile BI Capabilities.
Big Data Analytics – Search-based indexes are applied to structured and unstructured data
sources. They map the sources into a classification structure of dimensions and measures that users can easily navigate, explore and query using either a keyword or, increasingly, a natural language-processing-based search interface.
Advanced Analytics – Data mining/predictive analytics is the process of discovering meaningful correlations, patterns and trends that can be used to describe and predict future events and behavior by sifting through large amounts of data stored in repositories. In predictive modeling, data is collected, a statistical model is formulated, predictions are made, and the model is validated (or revised) as additional data becomes available.
Next time, we present effective strategies for visualizing a service excellence analytics framework for digital transformation to help your IT operation to achieve its goals.
Bell Techlogix. Deliver. Transform. Exceed.
Bell Techlogix is a leader in comprehensive IT managed services, providing Next Generation Digital Workplace and Infrastructure Management solutions to large and mid-market enterprises. We deliver a true client partnership and an enhanced digital experience with custom solutions that build, integrate and support the next wave of operational transformation. With our strong heritage of leveraging an “always available,” globally capable, domestic delivery model coupled with a flexible approach to project and consultative services, you receive dedicated, mission critical 24×7 service that exceeds your business expectations. For more information, visit BellTechlogix.com.